Most problems are solved before a technician could have reached the parking lot.
- 5minP1 Response
- 24/7Availability
- 85%Resolved remotely
- AES-256Encrypted sessions
Eight things we resolve without leaving our desk.
Software troubleshooting
Errors, crashes, configuration problems, corrupted files. We share the screen, repair it, write down what was done and close the ticket. Half an hour covers most of them.
System configuration
Group Policy, registry changes, service tuning, performance work. Papering over the symptom leaves the same ticket coming back next month, so we go after the cause instead.
Security incident response
Containing a phishing incident, recovering a compromised account, quarantining malware. Forensics happen remotely first, and somebody only travels if the hardware itself is compromised.
Microsoft 365 administration
Joiners and leavers, mailbox repairs, MFA recovery, conditional access adjustments, Teams policy changes. Every one of those lives in the tenant, and every one is done from a remote session.
Network diagnostics
Dropped connections, VPN failures, DNS problems, firewall rules that need auditing. We console into your edge equipment remotely, correct it and document what changed.
Account & access management
Resetting passwords, setting up MFA, changing permissions, adjusting group membership, assigning licenses. Business and Enterprise tiers get these the same day.
Server administration
Patching, verifying that backups actually restore, reviewing logs, clearing disks, restarting services. Almost all server work is typing, and typing does not require standing in front of a rack.
User training
Getting new starters productive, driving adoption of software you already pay for, security awareness, first-line troubleshooting. Sessions are recorded so the team keeps a library it can go back to.
Six remote disciplines, one encrypted session away.
Desktop Support
Screen-share troubleshooting across Windows, macOS and Linux. Application errors, driver faults and operating system level fixes all resolved without anyone leaving their desk.
- Software errors and crashes
- Performance issues and tuning
- Driver problems and updates
- System updates and patching
Cloud Services
Microsoft 365, Google Workspace and the tenant-side configuration behind both. Mailbox repairs, synchronization faults, permission resets and steady support through a migration.
- Email configuration and routing
- File sync and OneDrive issues
- Permission and sharing problems
- Migration help and cutovers
Security Support
Removing infections, hardening configuration and running incident response inside a secure session. Forensics start remotely, and travel only happens when the hardware itself is compromised.
- Malware removal and quarantine
- Firewall setup and rule audits
- VPN configuration and rollout
- Security audits and posture checks
Software Support
Installing applications, activating licenses, deploying patches and chasing down compatibility problems. Most installations are scripted and run overnight with nobody watching.
- Installation help and packaging
- License activation and reset
- Updates and patch deployment
- Compatibility troubleshooting
Network Support
Dropped connections, WiFi tuning, VPN configuration, printer mapping and DNS faults. A remote console session onto your edge equipment covers the overwhelming majority of these.
- Internet and uplink issues
- WiFi problems and roaming
- VPN setup and rollout
- Printer connectivity and mapping
User Management
Accounts from creation to removal, permission changes, group membership and Group Policy. Professional and Enterprise get these the same day, and faster still through the on-call line.
- Password resets and MFA recovery
- Access control and permission changes
- User creation and offboarding
- Group policy and conditional access
Four reasons clients pick remote-only over hybrid.
No travel time
Engineer is on a session in 5 minutes for P1, 10 for P2. No "we will be there in an hour". The fastest tier our clients can buy.
Encrypted sessions
Sessions run AES-256 through TeamViewer or AnyDesk, or through whatever tooling you already mandate. Every session is logged, and recorded in full where your compliance obligations call for it.
Coverage anywhere
USA office, satellite office in New Jersey, work-from-home staff in Los Angeles. Same SLA, same engineers, no travel multiplier.
Four years of remote ops
Remote IT operations have been our core delivery model since 2022. The tooling, the security model and the engineer playbooks behind them are all well past their first draft.
The numbers behind a remote-only support contract.
P1 incidents on a screen-share inside the SLA window.
vs hybrid contracts with travel-included tiers.
Same SLA whether the user is in New York, San Francisco, Houston, or offshore.
End-to-end AES-256, with MFA enforced on every single engineer account.
For monitored infrastructure on Professional and Enterprise tiers.
P1 incidents are covered twenty four hours a day, whichever tier you hold.
Remote support profiles by sector.
Distributed teams
A head office alongside staff spread across several states and time zones. Everybody gets the same SLA regardless of where they sit, which delivers the central IT experience without anybody having to staff a central IT desk.
E-commerce & SaaS
Businesses born in the cloud with no physical infrastructure to speak of. The whole estate is software, everything we work on is software, and there is nothing for anyone to drive to.
Professional services
Attorneys, CPAs and consultants working across Microsoft 365, document management and secure remote access. The billable work happens on laptops, and laptops are supported perfectly well from a distance.
Schools & training
Student device fleets managed through Intune, lockdown for exam periods, content filtering. Nearly every policy or software change here is made remotely by default.
Telehealth & clinics
Electronic health record systems, telehealth tooling, appointment scheduling. Remote support keeps the clinical software working without putting a technician inside a room where a patient is being seen.
Holding companies
A group holding several companies whose IT looks nothing alike. A single remote contract spans all of them, billed in one place, with scope defined per entity.
Three encrypted ways into your environment.
TeamViewer with 256-bit AES end-to-end encryption.
Where most clients land. It runs across Windows, macOS and Linux, supports unattended access, records sessions on request and logs every connection made. This is the first-line tool in our stack.
- 256-bit AES end-to-end encryption
- Cross-platform (Windows, macOS, Linux)
- Unattended access for monitored endpoints
- Session recording for regulated industries
- Per-engineer audit logs
When remote-only is the right call.
| Feature | Hybrid support Remote + on-site | Remote-only Software-defined |
|---|---|---|
Time to first action | Remote: 5-10 min ยท On-site: arranged per job | 5-10 min for everything |
Travel cost | Included in higher tiers | Not applicable |
Hardware swap support Physical replacement of failed hardware. | Coordinated with you or your hardware vendor | |
Network rebuild | Pre-configured and shipped, not on-site | |
Coverage outside USA | Per-trip surcharge | Same SLA worldwide |
Monthly fixed cost | Higher (travel margin) | Lower |
Right for | Offices with significant hardware | Cloud-native, distributed teams |
Remote response, in minutes not hours.
Resolution target
Within 4 hours
Example incidents
- Email tenant or domain unreachable
- Ransomware or active intrusion (containment)
- Production application crashed for whole team
- VPN or remote-access broken site-wide
Resolution target
Within 1 business day
Example incidents
- Single user cannot send or receive email
- Software install or update failing
- MFA token lockout
- Backup job failed overnight
Resolution target
Within 3 business days
Example incidents
- New user onboarding (account, mailbox, license)
- Permission or group membership change
- How-to or training question
- Scheduled software upgrade
P1 is covered around the clock on every tier. P2 and P3 run to your contracted hours unless after-hours cover has been added. When we miss a target it appears in the monthly report rather than quietly disappearing from it.
From ticket to closed in four steps.
- 1
Ticket
Within SLA
Reach us by email, chat or phone. We set the priority, record who is affected and on which system, and send across the session link. A ticket number is issued straight away.
- 2
Session
5-15 min
Your user joins the encrypted screen-share and the engineer takes control, runs diagnostics and pulls the logs. Fifteen minutes is usually enough to establish the root cause of a P2.
- 3
Fix & verify
Per SLA
The fix goes in, gets tested, and the user confirms it works before anybody leaves the session. Nothing is closed on an engineer saying it looked fine from their end.
- 4
Documentation
Same day
The ticket closes carrying the root cause, the fix and a note on prevention. Anything that keeps recurring is raised at the next quarterly review so it can be dealt with at source rather than reopened forever.
Remote IT support, frequently asked.
Resources for IT decision-makers.
IT Support (hybrid)
For businesses that need scheduled site visits as well as remote cover. Helpdesk, hardware swaps and Microsoft 365 administration come bundled together, which suits any office still running meaningful on-premises equipment.
IT AMC
An annual maintenance agreement aimed at hardware-heavy offices, bundling remote and on-site work with preventive maintenance and an SLA-backed response commitment.
Get a remote support quote
The form takes three minutes. Tell us how many people you have, how widely they are spread and what is currently hurting. A quote and a written SLA proposal come back the same business day.
Talk to a remote support specialist.
Three minutes to complete. We reply the same business day with a recommended tier and a written SLA proposal in a form your finance team can actually read.
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